Searchable screen sharing sessions

ABSTRACT

Systems and methods are provided for searchable screen sharing sessions. A system records at least one image associated with a screen sharing session. The system extracts content from the at least one image. The system stores the content as searchable content associated with the screen sharing session.

CLAIM OF PRIORITY

This application claims the benefit of U.S. Provisional PatentApplication 61/807,868 entitled SYSTEM AND METHOD FOR MONITORING CONTENTSHARING IN A MULTI-TENANT ENVIRONMENT, by Morozov, et al., Apr. 3, 2013(Attorney Docket No. 1141 PROV), the entire contents of which areincorporated herein by reference.

COPYRIGHT NOTICE

A portion of the disclosure of this patent document contains materialwhich is subject to copyright protection. The copyright owner has noobjection to the facsimile reproduction by anyone of the patent documentor the patent disclosure, as it appears in the Patent and TrademarkOffice patent file or records, but otherwise reserves all copyrightrights whatsoever.

SEARCHABLE SCREEN SHARING SESSIONS

One or more implementations relate generally to searchable screensharing sessions.

BACKGROUND

The subject matter discussed in the background section should not beassumed to be prior art merely as a result of its mention in thebackground section. Similarly, a problem mentioned in the backgroundsection or associated with the subject matter of the background sectionshould not be assumed to have been previously recognized in the priorart. The subject matter in the background section merely representsdifferent approaches, which in and of themselves may also be inventions.

An enterprise may record information associated with enterprise-relatedcommunications to enhance enterprise operations. For example, a businessmay record the email, text message, and phone call communicationsbetween the business' sales representatives and the business'prospective customers to supplement a database of information about theprospective customer's needs and desires, such that salesrepresentatives who subsequently communicate with the prospectivecustomers may better serve the prospective customers. Somecommunications may require legal permission from the customer or theprospective customer to record the communications. However, peoplesometimes communicate via other forms of communication, such as screensharing, which is a form of teleconferencing in real time using both anaudio and a data connection during which a computer screen is shared bymore than one site, and used as an electronic blackboard, overheadprojector or still video projector.

BRIEF SUMMARY

In accordance with embodiments, there are provided systems and methodsfor searchable screen sharing sessions. A system records at least oneimage associated with a screen sharing session. For example, a databasesystem records multiple images for a screen sharing session during whicha sales representative shares multiple screens with a prospectivecustomer, offering examples of how to write better XML code. The systemextracts content from the at least one image. For example, the databasesystem extracts the words “better,” “XML,” and “code” from the screenshare images. The system stores the content as searchable contentassociated with the screen sharing session. For example, the databasesystem stores the words “better,” “XML,” and “code” in searchableindexes that identify the images for the screen sharing session to writebetter XML code. Another sales representative who is planning oncontacting their own prospective customer to sell a product for writingbetter XML code can search the database for such a presentation,identify the screen sharing session, and review the images prior tousing their own similar screen sharing session to communicate with theirown prospective customer. Accordingly, systems and methods are providedwhich enable a database system to provide searchable screen sharingsessions.

While one or more implementations and techniques are described withreference to an embodiment in which human resources valuerecommendations is implemented in a system having an application serverproviding a front end for an on-demand database service capable ofsupporting multiple tenants, the one or more implementations andtechniques are not limited to multi-tenant databases nor deployment onapplication servers. Embodiments may be practiced using other databasearchitectures, i.e., ORACLE®, DB2® by IBM and the like without departingfrom the scope of the embodiments claimed.

Any of the above embodiments may be used alone or together with oneanother in any combination. The one or more implementations encompassedwithin this specification may also include embodiments that are onlypartially mentioned or alluded to or are not mentioned or alluded to atall in this brief summary or in the abstract. Although variousembodiments may have been motivated by various deficiencies with theprior art, which may be discussed or alluded to in one or more places inthe specification, the embodiments do not necessarily address any ofthese deficiencies. In other words, different embodiments may addressdifferent deficiencies that may be discussed in the specification. Someembodiments may only partially address some deficiencies or just onedeficiency that may be discussed in the specification, and someembodiments may not address any of these deficiencies.

BRIEF DESCRIPTION OF THE DRAWINGS

In the following drawings like reference numbers are used to refer tolike elements. Although the following figures depict various examples,the one or more implementations are not limited to the examples depictedin the figures.

FIG. 1 is an operational flow diagram illustrating a high level overviewof a method for searchable screen sharing sessions in an embodiment;

FIG. 2 is a screen shot illustrating a frame of an example userinterface screen of a display device supporting methods for searchablescreen sharing sessions;

FIG. 3 illustrates a block diagram of an example of an environmentwherein an on-demand database service might be used; and

FIG. 4 illustrates a block diagram of an embodiment of elements of FIG.3 and various possible interconnections between these elements.

DETAILED DESCRIPTION General Overview

Systems and methods are provided for searchable screen sharing sessions.

As used herein, the term multi-tenant database system refers to thosesystems in which various elements of hardware and software of thedatabase system may be shared by one or more customers. For example, agiven application server may simultaneously process requests for a greatnumber of customers, and a given database table may store rows for apotentially much greater number of customers. As used herein, the termquery plan refers to a set of steps used to access information in adatabase system.

Next, mechanisms and methods for searchable screen sharing sessions willbe described with reference to example embodiments.

The following detailed description will first describe a method forsearchable screen sharing sessions.

Next, a screen shot illustrating a frame of an example user interfacescreen is described.

FIG. 1 is an operational flow diagram illustrating a high level overviewof a method 100 for searchable screen sharing sessions. As shown in FIG.1, a database system can provide searchable screen sharing sessions.

In block 102, at least one image associated with a screen sharingsession is recorded. For example and without limitation, this caninclude the database system recording multiple bitmap file format imagesat a rate of ten frames per second for a screen sharing session duringwhich a sales representative shares multiple screens with a prospectivecustomer, offering examples of how to write better XML code. Any imagesassociated with the screen sharing session may include images for webpages, slide presentations, videos, emails, etc. The transmission framerate may differ based on a variety of factors such as the processingpower of computers and network devices participating in the screensharing session, the network bandwidth, the type of data being shared,etc.

In block 104, audio associated with a screen sharing session isoptionally recorded. By way of example and without limitation, this caninclude the database system recording the conversation between the salesrepresentative and the prospective customer during the screen sharingsession.

In block 106, content is extracted from at least one image. Inembodiments, this can include the database system using an open sourcelibrary, such as the Tesseract optical character recognition engine, toextract the words “better,” “XML,” and “code” from the screen sharingsession images. Image processing libraries can read a wide variety ofimage formats and convert them to text in several different languages.Extracting content may include extracting non-text content, such as acorporation's logo or acronyms, which may be used to generate metadatato identify a screen sharing session that includes the corporation'slogo or acronyms as associated with the corporation.

In block 108, audio-based content is optionally extracted from an audiorecording. For example and without limitation, this can include thedatabase system extracting the words “web” and “services” from the audiorecording of the conversation between the sales representative and theprospective customer during the screen sharing session.

In block 110, semantic information is optionally generated based onapplying natural language processing to content. By way of example andwithout limitation, this can include the database system generating ahigher abstraction level of information, “better coding for webservices,” based on applying natural language processing to the words“better,” “XML,” and “code.” Higher abstraction levels of informationmay include automatic presentation summarization; named entityrecognition like organization name, user names, places, and events;relationship extraction that can detect key entities in a presentationand build a dependency graph; topic segmentation and recognition, suchas separating a chunk of text into segments, each of which is devoted toa topic, and identifying the topic of the segments. The database systemmay also build a grammar tree of sentences in a presentation forinformation extraction and evaluation.

In block 112, content is stored as searchable content associated with ascreen sharing session. In embodiments, this can include the databasesystem storing the words “better,” “XML,” and “code” in searchableindexes that identify the images for the screen sharing session to writebetter XML code, along with metadata for the screen sharing session,such as the recording date and time for the screen sharing session.

In block 114, audio-based content is optionally stored as searchableaudio-based content associated with a screen sharing session. Forexample and without limitation, this can include the database systemstoring the words “web” and “services” from the audio recording assearchable audio-based content associated with the recorded conversationbetween the sales representative and the prospective customer during thescreen sharing session.

In block 116, generated semantic information is optionally stored assearchable semantic information associated with a screen sharingsession. By way of example and without limitation, this can include thedatabase system storing a higher abstraction level of information,“better coding for web services,” as searchable semantic informationassociated with the screen sharing session between the salesrepresentative and the prospective customer.

In block 118, a transcript associated with a screen sharing sessionbased on content, audio-based content, and/or generated semanticinformation is optionally output. In embodiments, this can include thedatabase system outputting a transcript associated with screen sharingsession between the sales representative and the prospective customer,where the transcript includes the words “better,” “XML,” “code,” “web,”and “services.”

In block 120, content, audio-based content, and/or generated semanticinformation is optionally output in response to a query based oncontent, screen sharing session metadata, audio-based content, and/orgenerated semantic information. For example and without limitation, thiscan include the database system responding to a query for better webservices coding from another sales representative who is planning oncontacting their own prospective customer to sell a product for writingbetter XML code by outputting the images of the screen sharing sessionand the audio recording of the screen sharing session. Even though thewords displayed during the screen sharing session did not include either“web” or “services,” the query was able to identify the screen sharingsession as relevant because the words “web” and “services” were recordedas part of the conversation during the screen sharing session and/or thedatabase system generated the semantic information “web coding forservices.” The other sales representative may also specify metadata inthe query, such as limiting the search results to screen sharingsessions during the last six months since the release of a new productfor writing better XML code. The other sales representative can reviewthe images and the audio recording prior to using their own similarscreen sharing session to communicate with their own prospectivecustomer. Accordingly, systems and methods are provided which enable adatabase system to provide searchable screen sharing sessions.

The method 100 may be repeated as desired. Although this disclosuredescribes the blocks 102-120 executing in a particular order, the blocks102-120 may be executed in a different order. In other implementations,each block 102-120 may also be executed in combination with other blocksand/or some blocks may be divided into a different set of steps.

FIG. 2 is a screen shot illustrating a frame 200 of an example userinterface screen of a display device for searchable screen sharingsessions in an embodiment. The frame 200 may include content 202 that isshared between a sales representative and a prospective customer duringa screen sharing session. A database system may extract the content 202from images of the frame 200 that the database system recorded duringthe screen sharing session, and store the content 202 as searchablecontent.

The frame 200 may be part of a larger display screen that includesfields for users to enter commands to create, retrieve, edit, and storerecords. The database system may output a display screen that includesthe frame 200 in response to a search based on search criteria input viaa user interface. Because the frame 200 is a sample, the frame 200 couldvary greatly in appearance. For example, the relative sizes andpositioning of the text is not important to the practice of the presentdisclosure. The frame 200 can be depicted by any visual display, but ispreferably depicted by a computer screen. The frame 200 could also beoutput as a report and printed or saved in electronic format, such asPDF. The frame 200 can be part of a personal computer system and/or anetwork, and operated from system data received by the network, and/oron the Internet. The frame 200 may be navigable by a user. Typically, auser can employ a touch screen input or a mouse input device topoint-and-click to a location on the frame 200 to manage the text on theframe 200, such as a selection that enables a user to edit the text.Alternately, a user can employ directional indicators, or other inputdevices such as a keyboard. The text depicted by the frame 200 is anexample, as the frame 200 may include a much greater amount of text. Theframe 200 may also include fields in which a user can input textualinformation.

System Overview

FIG. 3 illustrates a block diagram of an environment 310 wherein anon-demand database service might be used. Environment 310 may includeuser systems 312, network 314, system 316, processor system 317,application platform 318, network interface 320, tenant data storage322, system data storage 324, program code 326, and process space 328.In other embodiments, environment 310 may not have all of the componentslisted and/or may have other elements instead of, or in addition to,those listed above.

Environment 310 is an environment in which an on-demand database serviceexists. User system 312 may be any machine or system that is used by auser to access a database user system. For example, any of user systems312 can be a handheld computing device, a mobile phone, a laptopcomputer, a work station, and/or a network of computing devices. Asillustrated in FIG. 3 (and in more detail in FIG. 4) user systems 312might interact via a network 314 with an on-demand database service,which is system 316.

An on-demand database service, such as system 316, is a database systemthat is made available to outside users that do not need to necessarilybe concerned with building and/or maintaining the database system, butinstead may be available for their use when the users need the databasesystem (e.g., on the demand of the users). Some on-demand databaseservices may store information from one or more tenants stored intotables of a common database image to form a multi-tenant database system(MTS). Accordingly, “on-demand database service 316” and “system 316”will be used interchangeably herein. A database image may include one ormore database objects. A relational database management system (RDMS) orthe equivalent may execute storage and retrieval of information againstthe database object(s). Application platform 318 may be a framework thatallows the applications of system 316 to run, such as the hardwareand/or software, e.g., the operating system. In an embodiment, on-demanddatabase service 316 may include an application platform 318 thatenables creation, managing and executing one or more applicationsdeveloped by the provider of the on-demand database service, usersaccessing the on-demand database service via user systems 312, or thirdparty application developers accessing the on-demand database servicevia user systems 312.

The users of user systems 312 may differ in their respective capacities,and the capacity of a particular user system 312 might be entirelydetermined by permissions (permission levels) for the current user. Forexample, where a salesperson is using a particular user system 312 tointeract with system 316, that user system has the capacities allottedto that salesperson. However, while an administrator is using that usersystem to interact with system 316, that user system has the capacitiesallotted to that administrator. In systems with a hierarchical rolemodel, users at one permission level may have access to applications,data, and database information accessible by a lower permission leveluser, but may not have access to certain applications, databaseinformation, and data accessible by a user at a higher permission level.Thus, different users will have different capabilities with regard toaccessing and modifying application and database information, dependingon a user's security or permission level.

Network 314 is any network or combination of networks of devices thatcommunicate with one another. For example, network 314 can be any one orany combination of a LAN (local area network), WAN (wide area network),telephone network, wireless network, point-to-point network, starnetwork, token ring network, hub network, or other appropriateconfiguration. As the most common type of computer network in currentuse is a TCP/IP (Transfer Control Protocol and Internet Protocol)network, such as the global internetwork of networks often referred toas the “Internet” with a capital “I,” that network will be used in manyof the examples herein. However, it should be understood that thenetworks that the one or more implementations might use are not solimited, although TCP/IP is a frequently implemented protocol.

User systems 312 might communicate with system 316 using TCP/IP and, ata higher network level, use other common Internet protocols tocommunicate, such as HTTP, FTP, AFS, WAP, etc. In an example where HTTPis used, user system 312 might include an HTTP client commonly referredto as a “browser” for sending and receiving HTTP messages to and from anHTTP server at system 316. Such an HTTP server might be implemented asthe sole network interface between system 316 and network 314, but othertechniques might be used as well or instead. In some implementations,the interface between system 316 and network 314 includes load sharingfunctionality, such as round-robin HTTP request distributors to balanceloads and distribute incoming HTTP requests evenly over a plurality ofservers. At least as for the users that are accessing that server, eachof the plurality of servers has access to the MTS' data; however, otheralternative configurations may be used instead.

In one embodiment, system 316, shown in FIG. 3, implements a web-basedcustomer relationship management (CRM) system. For example, in oneembodiment, system 316 includes application servers configured toimplement and execute CRM software applications as well as providerelated data, code, forms, webpages and other information to and fromuser systems 312 and to store to, and retrieve from, a database systemrelated data, objects, and Webpage content. With a multi-tenant system,data for multiple tenants may be stored in the same physical databaseobject, however, tenant data typically is arranged so that data of onetenant is kept logically separate from that of other tenants so that onetenant does not have access to another tenant's data, unless such datais expressly shared. In certain embodiments, system 316 implementsapplications other than, or in addition to, a CRM application. Forexample, system 316 may provide tenant access to multiple hosted(standard and custom) applications, including a CRM application. User(or third party developer) applications, which may or may not includeCRM, may be supported by the application platform 318, which managescreation, storage of the applications into one or more database objectsand executing of the applications in a virtual machine in the processspace of the system 316.

One arrangement for elements of system 316 is shown in FIG. 3, includinga network interface 320, application platform 318, tenant data storage322 for tenant data 323, system data storage 324 for system data 325accessible to system 316 and possibly multiple tenants, program code 326for implementing various functions of system 316, and a process space328 for executing MTS system processes and tenant-specific processes,such as running applications as part of an application hosting service.Additional processes that may execute on system 316 include databaseindexing processes.

Several elements in the system shown in FIG. 3 include conventional,well-known elements that are explained only briefly here. For example,each user system 312 could include a desktop personal computer,workstation, laptop, PDA, cell phone, or any wireless access protocol(WAP) enabled device or any other computing device capable ofinterfacing directly or indirectly to the Internet or other networkconnection. User system 312 typically runs an HTTP client, e.g., abrowsing program, such as Microsoft's Internet Explorer browser,Netscape's Navigator browser, Opera's browser, or a WAP-enabled browserin the case of a cell phone, PDA or other wireless device, or the like,allowing a user (e.g., subscriber of the multi-tenant database system)of user system 312 to access, process and view information, pages andapplications available to it from system 316 over network 314. Each usersystem 312 also typically includes one or more user interface devices,such as a keyboard, a mouse, trackball, touch pad, touch screen, pen orthe like, for interacting with a graphical user interface (GUI) providedby the browser on a display (e.g., a monitor screen, LCD display, etc.)in conjunction with pages, forms, applications and other informationprovided by system 316 or other systems or servers. For example, theuser interface device can be used to access data and applications hostedby system 316, and to perform searches on stored data, and otherwiseallow a user to interact with various GUI pages that may be presented toa user. As discussed above, embodiments are suitable for use with theInternet, which refers to a specific global internetwork of networks.However, it should be understood that other networks can be used insteadof the Internet, such as an intranet, an extranet, a virtual privatenetwork (VPN), a non-TCP/IP based network, any LAN or WAN or the like.

According to one embodiment, each user system 312 and all of itscomponents are operator configurable using applications, such as abrowser, including computer code run using a central processing unitsuch as an Intel Pentium® processor or the like. Similarly, system 316(and additional instances of an MTS, where more than one is present) andall of their components might be operator configurable usingapplication(s) including computer code to run using a central processingunit such as processor system 317, which may include an Intel Pentium®processor or the like, and/or multiple processor units. A computerprogram product embodiment includes a machine-readable storage medium(media) having instructions stored thereon/in which can be used toprogram a computer to perform any of the processes of the embodimentsdescribed herein. Computer code for operating and configuring system 316to intercommunicate and to process webpages, applications and other dataand media content as described herein are preferably downloaded andstored on a hard disk, but the entire program code, or portions thereof,may also be stored in any other volatile or non-volatile memory mediumor device as is well known, such as a ROM or RAM, or provided on anymedia capable of storing program code, such as any type of rotatingmedia including floppy disks, optical discs, digital versatile disk(DVD), compact disk (CD), microdrive, and magneto-optical disks, andmagnetic or optical cards, nanosystems (including molecular memory ICs),or any type of media or device suitable for storing instructions and/ordata. Additionally, the entire program code, or portions thereof, may betransmitted and downloaded from a software source over a transmissionmedium, e.g., over the Internet, or from another server, as is wellknown, or transmitted over any other conventional network connection asis well known (e.g., extranet, VPN, LAN, etc.) using any communicationmedium and protocols (e.g., TCP/IP, HTTP, HTTPS, Ethernet, etc.) as arewell known. It will also be appreciated that computer code forimplementing embodiments can be implemented in any programming languagethat can be executed on a client system and/or server or server systemsuch as, for example, C, C++, HTML, any other markup language, Java™,JavaScript, ActiveX, any other scripting language, such as VBScript, andmany other programming languages as are well known may be used. (Java™is a trademark of Sun Microsystems, Inc.).

According to one embodiment, each system 316 is configured to providewebpages, forms, applications, data and media content to user (client)systems 312 to support the access by user systems 312 as tenants ofsystem 316. As such, system 316 provides security mechanisms to keepeach tenant's data separate unless the data is shared. If more than oneMTS is used, they may be located in close proximity to one another(e.g., in a server farm located in a single building or campus), or theymay be distributed at locations remote from one another (e.g., one ormore servers located in city A and one or more servers located in cityB). As used herein, each MTS could include one or more logically and/orphysically connected servers distributed locally or across one or moregeographic locations. Additionally, the term “server” is meant toinclude a computer system, including processing hardware and processspace(s), and an associated storage system and database application(e.g., OODBMS or RDBMS) as is well known in the art. It should also beunderstood that “server system” and “server” are often usedinterchangeably herein. Similarly, the database object described hereincan be implemented as single databases, a distributed database, acollection of distributed databases, a database with redundant online oroffline backups or other redundancies, etc., and might include adistributed database or storage network and associated processingintelligence.

FIG. 4 also illustrates environment 310. However, in FIG. 4 elements ofsystem 316 and various interconnections in an embodiment are furtherillustrated. FIG. 4 shows that user system 312 may include processorsystem 312A, memory system 312B, input system 312C, and output system312D. FIG. 4 shows network 314 and system 316. FIG. 4 also shows thatsystem 316 may include tenant data storage 322, tenant data 323, systemdata storage 324, system data 325, User Interface (UI) 430, ApplicationProgram Interface (API) 432, PL/SOQL 434, save routines 436, applicationsetup mechanism 438, applications servers 4001-400N, system processspace 402, tenant process spaces 404, tenant management process space410, tenant storage area 412, user storage 414, and application metadata416. In other embodiments, environment 310 may not have the sameelements as those listed above and/or may have other elements insteadof, or in addition to, those listed above.

User system 312, network 314, system 316, tenant data storage 322, andsystem data storage 324 were discussed above in FIG. 3. Regarding usersystem 312, processor system 312A may be any combination of one or moreprocessors. Memory system 312B may be any combination of one or morememory devices, short term, and/or long term memory. Input system 312Cmay be any combination of input devices, such as one or more keyboards,mice, trackballs, scanners, cameras, and/or interfaces to networks.Output system 312D may be any combination of output devices, such as oneor more monitors, printers, and/or interfaces to networks. As shown byFIG. 4, system 316 may include a network interface 320 (of FIG. 3)implemented as a set of HTTP application servers 400, an applicationplatform 318, tenant data storage 322, and system data storage 324. Alsoshown is system process space 402, including individual tenant processspaces 404 and a tenant management process space 410. Each applicationserver 400 may be configured to tenant data storage 322 and the tenantdata 323 therein, and system data storage 324 and the system data 325therein to serve requests of user systems 312. The tenant data 323 mightbe divided into individual tenant storage areas 412, which can be eithera physical arrangement and/or a logical arrangement of data. Within eachtenant storage area 412, user storage 414 and application metadata 416might be similarly allocated for each user. For example, a copy of auser's most recently used (MRU) items might be stored to user storage414. Similarly, a copy of MRU items for an entire organization that is atenant might be stored to tenant storage area 412. A UI 430 provides auser interface and an API 432 provides an application programmerinterface to system 316 resident processes to users and/or developers atuser systems 312. The tenant data and the system data may be stored invarious databases, such as one or more Oracle™ databases.

Application platform 318 includes an application setup mechanism 438that supports application developers' creation and management ofapplications, which may be saved as metadata into tenant data storage322 by save routines 436 for execution by subscribers as one or moretenant process spaces 404 managed by tenant management process 410 forexample. Invocations to such applications may be coded using PL/SOQL 34that provides a programming language style interface extension to API432. A detailed description of some PL/SOQL language embodiments isdiscussed in commonly owned U.S. Pat. No. 7,730,478 entitled, METHOD ANDSYSTEM FOR ALLOWING ACCESS TO DEVELOPED APPLICATIONS VIA A MULTI-TENANTON-DEMAND DATABASE SERVICE, by Craig Weissman, filed Sep. 21, 2007,which is incorporated in its entirety herein for all purposes.Invocations to applications may be detected by one or more systemprocesses, which manages retrieving application metadata 416 for thesubscriber making the invocation and executing the metadata as anapplication in a virtual machine.

Each application server 400 may be communicably coupled to databasesystems, e.g., having access to system data 325 and tenant data 323, viaa different network connection. For example, one application server 4001might be coupled via the network 314 (e.g., the Internet), anotherapplication server 400N-1 might be coupled via a direct network link,and another application server 400N might be coupled by yet a differentnetwork connection. Transfer Control Protocol and Internet Protocol(TCP/IP) are typical protocols for communicating between applicationservers 400 and the database system. However, it will be apparent to oneskilled in the art that other transport protocols may be used tooptimize the system depending on the network interconnect used.

In certain embodiments, each application server 400 is configured tohandle requests for any user associated with any organization that is atenant. Because it is desirable to be able to add and remove applicationservers from the server pool at any time for any reason, there ispreferably no server affinity for a user and/or organization to aspecific application server 400. In one embodiment, therefore, aninterface system implementing a load balancing function (e.g., an F5Big-IP load balancer) is communicably coupled between the applicationservers 400 and the user systems 312 to distribute requests to theapplication servers 400. In one embodiment, the load balancer uses aleast connections algorithm to route user requests to the applicationservers 400. Other examples of load balancing algorithms, such as roundrobin and observed response time, also can be used. For example, incertain embodiments, three consecutive requests from the same user couldhit three different application servers 400, and three requests fromdifferent users could hit the same application server 400. In thismanner, system 316 is multi-tenant, wherein system 316 handles storageof, and access to, different objects, data and applications acrossdisparate users and organizations.

As an example of storage, one tenant might be a company that employs asales force where each salesperson uses system 316 to manage their salesprocess. Thus, a user might maintain contact data, leads data, customerfollow-up data, performance data, goals and progress data, etc., allapplicable to that user's personal sales process (e.g., in tenant datastorage 322). In an example of a MTS arrangement, since all of the dataand the applications to access, view, modify, report, transmit,calculate, etc., can be maintained and accessed by a user system havingnothing more than network access, the user can manage his or her salesefforts and cycles from any of many different user systems. For example,if a salesperson is visiting a customer and the customer has Internetaccess in their lobby, the salesperson can obtain critical updates as tothat customer while waiting for the customer to arrive in the lobby.

While each user's data might be separate from other users' dataregardless of the employers of each user, some data might beorganization-wide data shared or accessible by a plurality of users orall of the users for a given organization that is a tenant. Thus, theremight be some data structures managed by system 316 that are allocatedat the tenant level while other data structures might be managed at theuser level. Because an MTS might support multiple tenants includingpossible competitors, the MTS should have security protocols that keepdata, applications, and application use separate. Also, because manytenants may opt for access to an MTS rather than maintain their ownsystem, redundancy, up-time, and backup are additional functions thatmay be implemented in the MTS. In addition to user-specific data andtenant specific data, system 316 might also maintain system level datausable by multiple tenants or other data. Such system level data mightinclude industry reports, news, postings, and the like that are sharableamong tenants.

In certain embodiments, user systems 312 (which may be client systems)communicate with application servers 400 to request and updatesystem-level and tenant-level data from system 316 that may requiresending one or more queries to tenant data storage 322 and/or systemdata storage 324. System 316 (e.g., an application server 400 in system316) automatically generates one or more SQL statements (e.g., one ormore SQL queries) that are designed to access the desired information.System data storage 324 may generate query plans to access the requesteddata from the database.

Each database can generally be viewed as a collection of objects, suchas a set of logical tables, containing data fitted into predefinedcategories. A “table” is one representation of a data object, and may beused herein to simplify the conceptual description of objects and customobjects. It should be understood that “table” and “object” may be usedinterchangeably herein. Each table generally contains one or more datacategories logically arranged as columns or fields in a viewable schema.Each row or record of a table contains an instance of data for eachcategory defined by the fields. For example, a CRM database may includea table that describes a customer with fields for basic contactinformation such as name, address, phone number, fax number, etc.Another table might describe a purchase order, including fields forinformation such as customer, product, sale price, date, etc. In somemulti-tenant database systems, standard entity tables might be providedfor use by all tenants. For CRM database applications, such standardentities might include tables for Account, Contact, Lead, andOpportunity data, each containing pre-defined fields. It should beunderstood that the word “entity” may also be used interchangeablyherein with “object” and “table”.

In some multi-tenant database systems, tenants may be allowed to createand store custom objects, or they may be allowed to customize standardentities or objects, for example by creating custom fields for standardobjects, including custom index fields. U.S. Pat. No. 7,779,039, filedApr. 2, 2004, entitled “Custom Entities and Fields in a Multi-TenantDatabase System”, which is hereby incorporated herein by reference,teaches systems and methods for creating custom objects as well ascustomizing standard objects in a multi-tenant database system. Incertain embodiments, for example, all custom entity data rows are storedin a single multi-tenant physical table, which may contain multiplelogical tables per organization. It is transparent to customers thattheir multiple “tables” are in fact stored in one large table or thattheir data may be stored in the same table as the data of othercustomers.

While one or more implementations have been described by way of exampleand in terms of the specific embodiments, it is to be understood thatone or more implementations are not limited to the disclosedembodiments. To the contrary, it is intended to cover variousmodifications and similar arrangements as would be apparent to thoseskilled in the art. Therefore, the scope of the appended claims shouldbe accorded the broadest interpretation so as to encompass all suchmodifications and similar arrangements.

1. An apparatus for searchable screen sharing sessions, the apparatuscomprising: a processor; and one or more stored sequences ofinstructions which, when executed by the processor, cause the processorto: record at least one image associated with a screen sharing session;extract content from the at least one image; and store the content assearchable content associated with the screen sharing session.
 2. Theapparatus of claim 1, wherein the one or more stored sequences ofinstructions further cause the processor to: record audio associatedwith the screen sharing session; extract audio-based content from theaudio recording; and store the audio-based content as searchableaudio-based content associated with the screen sharing session.
 3. Theapparatus of claim 1, wherein the one or more stored sequences ofinstructions further cause the processor to: generate semanticinformation based on applying natural language processing to thecontent; and store the generated semantic information as searchablesemantic information associated with the screen sharing session.
 4. Theapparatus of claim 1, wherein the one or more stored sequences ofinstructions further cause the processor to output a transcriptassociated with the screen sharing session based on at least one of thecontent, audio-based content, and generated semantic information.
 5. Theapparatus of claim 1, wherein the one or more stored sequences ofinstructions further cause the processor to output at least one of thecontent, audio-based content, and generated semantic information inresponse to a query based on at least one of the content, screen sharingsession metadata, the audio-based content, and the generated semanticinformation.
 6. A computer program product, comprising a non-transitorycomputer-readable medium having a computer-readable program codeembodied therein to be executed by one or more processors, the programcode including instructions to: record at least one image associatedwith a screen sharing session; extract content from the at least oneimage; and store the content as searchable content associated with thescreen sharing session.
 7. A computer program product of claim 6,wherein the program code includes further instructions to: record audioassociated with the screen sharing session; extract audio-based contentfrom the audio recording; and store the audio audio-based content assearchable audio-based content associated with the screen sharingsession.
 8. A computer program product of claim 6, wherein the programcode includes further instructions to: generate semantic informationbased on applying natural language processing to the content; and storethe generated semantic information as searchable semantic informationassociated with the screen sharing session.
 9. A computer programproduct of claim 6, wherein the program code includes furtherinstructions to output a transcript associated with the screen sharingsession based on at least one of the content, audio-based content, andgenerated semantic information.
 10. A computer program product of claim6, wherein the program code includes further instructions to output atleast one of the content, audio-based content, and generated semanticinformation in response to a query based on at least one of the content,screen sharing session metadata, the audio-based content, and thegenerated semantic information.
 11. A method for searchable screensharing sessions, the method comprising: recording at least one imageassociated with a screen sharing session; extracting content from the atleast one image; and storing the content as searchable contentassociated with the screen sharing session.
 12. The method of claim 11,the method further comprising: recording audio associated with thescreen sharing session; extracting audio-based content from the audiorecording; and storing the audio audio-based content as searchableaudio-based content associated with the screen sharing session.
 13. Themethod of claim 11, the method further comprising: generating semanticinformation based on applying natural language processing to thecontent; and storing the generated semantic information as searchablesemantic information associated with the screen sharing session.
 14. Themethod of claim 11, the method further comprising outputting atranscript associated with the screen sharing session based on at leastone of the content, audio-based content, and generated semanticinformation.
 15. The method of claim 11, the method further comprisingoutputting at least one of the identified content, audio data, andgenerated semantic information in response to a query based on at leastone of the content, audio-based content, and generated semanticinformation in response to a query based on at least one of the content,screen sharing session metadata, the audio-based content, and thegenerated semantic information.
 16. A method for transmitting code forsearchable screen sharing sessions, the method comprising: transmittingcode to record at least one image associated with a screen sharingsession; transmitting code to extract content from the at least oneimage; and transmitting code to store the content as searchable contentassociated with the screen sharing session.
 17. The method fortransmitting code of claim 16, the method further comprising:transmitting code to record audio associated with the screen sharingsession; transmitting code to extract audio-based content from the audiorecording; and transmitting code to store the audio audio-based contentas searchable audio-based content associated with the screen sharingsession.
 18. The method for transmitting code of claim 16, the methodfurther comprising: transmitting code to generate semantic informationbased on applying natural language processing to the content; andtransmitting code to store the generated semantic information assearchable semantic information associated with the screen sharingsession.
 19. The method for transmitting code of claim 16, the methodfurther comprising transmitting code to output a transcript associatedwith the screen sharing session based on at least one of the content,audio-based content, and generated semantic information.
 20. The methodfor transmitting code of claim 16, the method further comprisingtransmitting code to output at least one of the identified content,audio data, and generated semantic information in response to a querybased on at least one of the content, audio-based content, and generatedsemantic information in response to a query based on at least one of thecontent, screen sharing session metadata, the audio-based content, andthe generated semantic information.